I had the same problem but insisted to the tech that there was a break password. He checked on it and told me that he didn't know about it because that information was at a higher level of support.

The second tier of support has a direct number 888-241-4060 opt 2. They read me 3 passwords which produced a 20 digit key. Then they sent that to the 3rd tier of support and will call me back with in 24 hours to give me the break password.

I hope this helps.